CTM KPI Reports For 2025
Finance
AI summary
CTM KPI performance reports for the first quarter of 2025 show mixed operational outcomes for a whole-of-government travel management service. System availability exceeded targets, with phone and email at 100% uptime and online booking tool exceeding 99.9%. Data reporting accuracy improved from one error in January to none by March, though timeliness only met service level agreements from March onwards. Portal request responsiveness degraded, with days exceeding 24-hour response windows increasing from two in January to seven in March, despite growing offline change volumes (3,902 to 6,371 requests). Issue management and administration fee collection operated at full compliance. Live chat and booking confirmation KPIs remained unestablished during the reporting period.
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Released by the Department of Finance under the Freedom of Information Act 1982 FOI 25-26/128 - Document 1 ctm # 3. Operational Performance ## 3.1. Service Level KPI Outcomes – January – March 2025  ### SL2 – Live Chat Responsiveness N/A – Once SL2 is live, it will be monitored and recorded accordingly. ### SL3 – Portal Request Responsiveness | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | Offline Changes Volume | 3,902 | 4,980 | 6,371 | Requests for cancellations and changes correctly actioned within 24 hours of receipt, measured daily. AUSTRALIA | NEW ZEALAND | NORTH AMERICA | ASIA | EUROPE travelctm.com.au Released by the Department of Finance under the Freedom of Information Act 1982 FOI 25-26/128 - Document 1 ctm | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | # of days where a routine request was actioned > 24 hours | 2 | 6 | 7 | ## SL4 – Booking Confirmation TBA – Once SL4 is agreed upon, it will be monitored and recorded accordingly. ## SL5 – Service and System Availability 1) Phone, email and chat services – 99.5% uptime, measured monthly. | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | Phone | 100% | 100% | 100% | | Email | 100% | 100% | 100% | | Chat | N/A | N/A | N/A | 2) OBT, Customer Portal and Reporting Tool – 99.5% uptime, measured monthly. | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | OBT | 99.95% | 99.94% | 99.93% | | Customer Portal | 100% | 100% | 100% | | Reporting Tool | 100% | 100% | 100% | ## SL6 – Data and Reporting a) Accuracy – measured monthly. | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | # of Reported Data accuracy issues in monthly data files submitted to finance | 1 | 0 | 0 | b) Timeliness | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | Monthly data files submitted to finance with SLA timeline? | No | No | Yes | AUSTRALIA | NEW ZEALAND | NORTH AMERICA | ASIA | EUROPE travelctm.com.au Released by the Department of Finance under the Freedom of Information Act 1982 FOI 25-26/128 - Document 1 ctm # SL7 – Issue Management (Jira) 1) Acknowledgment – 100% of issues lodged through the Customer Portal (Jira) to be acknowledged within 24 hours of receipt, measured monthly. | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | Jira Automation applied, whereby every ticket receives instant acknowledge and trackable ticket reference | Yes | Yes | Yes | # S47G # SL8 – WoAG Administration Fees a) Collection of WoAG Admin Fee measured Monthly. | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | WoAG Admin Fee Robotics Successfully Applied? | Yes | Yes | Yes | b) Payment of WoAG Admin Fee - measured monthly. | | Jan-25 | Feb-25 | Mar-25 | | --- | --- | --- | --- | | WoAG Admin Fee paid to Finance by the second business day of each month. | Yes Paid: 04/01/25 | Yes Paid: 04/03/25 | Yes Paid: 02/04/25 | AUSTRALIA | NEW ZEALAND | NORTH AMERICA | ASIA | EUROPE travelctm.com.au